Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Portfolio
LANGUAGE SKILLS
Timeline
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Anas Ahmad Shah
Open To Work
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Anas Ahmad Shah

Islamabad

Work Preference

Desired Job Title

Customer Service Team LeadAdministrative Team LeadAdministration ManagerSales Operations ManagerClient Services Manager

Work Type

Full Time

Location Preference

On-Site
Location: CanadaGermanyNetherlandsLexumbourg
Open to relocation: Yes

Important To Me

Career advancementWork-life balancePersonal development programsTeam Building / Company RetreatsHealthcare benefits

Summary

Senior Operations, Sales & Customer Support professional with 19+ years of experience in sales leadership, customer service operations, HR management, and full office administration. Skilled in recruitment, training, team management, and CRM systems. Proven ability to manage end-to-end business operations including procurement and facility management while improving sales performance and operational efficiency in international (UK) markets. Focused on driving growth, improving processes, and delivering high customer satisfaction.

Overview

1
1
Certification
20
20
years of professional experience

Work History

Head of Sales, Customer Support & Operations

Smart Intellect Pvt Ltd
Islamabad, Pakistan
05.2017 - Current
  • Lead sales, customer support, HR, and full office administration operations
  • Manage end-to-end recruitment, hiring, onboarding, and employee training
  • Oversee office administration including procurement, vendor coordination, rent, and utility management
  • Handle purchasing decisions for office equipment, furniture, and infrastructure
  • Develop and implement operational workflows and SOPs for sales and support teams
  • Improve sales conversion rates by 20–30% through process optimization
  • Implement CRM systems (Salesforce, Pipedrive) for pipeline and performance tracking
  • Manage team performance, KPIs, and service quality standards
  • Developed and executed comprehensive sales strategies to increase market share and revenue growth.
  • Led cross-functional teams to align product offerings with customer needs and market trends.
  • Mentored and trained sales staff, enhancing team performance and achieving individual goals.

Senior Sales Rep for Auto Mobiles

ICM JAPAN
Karachi, Pakistan
01.2016 - 05.2017
  • Achieved top-performer status in B2C automotive sales at ICM Japan, consistently exceeding sales targets in a competitive outbound calling environment.
  • Successfully sold Japanese used cars through traditional tele-sales methods, maintaining high conversion rates and strong client engagement.
  • Introduced and implemented a digital sales approach using Facebook marketing and social media listings, replacing reliance on purely cold-calling methods.
  • Demonstrated new sales strategies through practical examples, helping establish a performance benchmark for social media-driven lead generation.
  • Contributed to improved lead generation efficiency by modernizing sales techniques and enhancing online customer reach.
  • Developed and maintained strong relationships with key clients to enhance customer loyalty.
  • Collaborated with cross-functional teams to design tailored solutions for diverse client needs.

Senior Sales Rep

Axact Pakistan
Karachi, Pakistan
06.2014 - 12.2015
  • Generated over $1M+ in B2C revenue through strategic sales execution and effective account management.
  • Contributed to a 25% increase in overall company revenue by consistently achieving and exceeding sales targets.
  • Improved repeat business by 30% through structured client follow-ups and relationship management strategies.
  • Developed strategic sales plans to enhance market penetration and customer engagement.
  • Mentored junior sales representatives, fostering professional growth and improving team performance.

Customer Service Representative

Mobilink Pakistan
Karachi, Pakistan
10.2012 - 06.2014
  • Provided frontline customer support for Mobilink telecom services, assisting users with SIM activation, network issues, billing queries, and daily service-related concerns.
  • Maintained a consistent 95% quality performance score while working under continuous monitoring and QA evaluation standards.
  • Achieved strict operational KPI targets, including 120 seconds average handling time (AHT) in a fast-paced call centre environment.
  • Handled customer complaints and technical issues efficiently, ensuring timely resolution and escalation where required.
  • Delivered accurate information regarding telecom products and services to improve customer experience and reduce repeat queries.
  • Followed organizational SOPs, compliance policies, and customer service guidelines during all interactions.
  • Contributed to improved customer satisfaction through clear communication, empathy, and effective problem-solving.
  • Responsibilities & Achievements:
  • Resolved customer inquiries promptly, enhancing overall satisfaction and loyalty.
  • Streamlined communication processes between departments to improve service efficiency.
  • Managed customer inquiries and resolved issues efficiently, enhancing overall satisfaction.
  • Trained new staff on customer service protocols and system navigation to ensure consistent support quality.
  • Developed and implemented process improvements that streamlined service delivery and reduced response times.
  • Led team initiatives to enhance communication strategies, resulting in improved customer engagement metrics.

Customer service representative

TRG – The Resource Group – Karachi, Pakistan
Karachi
12.2008 - 10.2012
  • Delivered frontline customer support for mobile telecom services, assisting users with SIM-related issues, network queries, and daily service usage problems.
  • Consistently maintained 95% quality score while working under strict performance monitoring systems.
  • Achieved and sustained target Average Handling Time (AHT) of 120 seconds in a high-pressure call center environment.
  • Resolved customer complaints through effective troubleshooting and ensured first-contact resolution wherever possible.
  • Provided accurate product/service information to enhance customer understanding and satisfaction.
  • Followed standard operating procedures (SOPs) and compliance guidelines in all customer interactions.
  • Responsibilities & Achievements:

Team Lead – Customer Services

Vehicle Tracking Pvt Ltd
Karachi, Pakistan
08.2006 - 12.2008
  • Drove a 30% increase in team productivity by implementing structured coaching methods, continuous performance monitoring, and targeted skill development initiatives.
  • Independently handled high-priority customer escalations, ensuring timely resolution while maintaining strict adherence to service quality standards and SLA compliance.
  • Optimized response management processes, significantly improving turnaround time and tracking accuracy across customer support operations.
  • Strengthened customer experience outcomes by proactively resolving complex issues, reducing repeat complaints, and maintaining high satisfaction levels.
  • Led cross-functional teams to enhance vehicle tracking solutions and improve customer satisfaction.
  • Developed training programs to elevate team performance and ensure compliance with industry standards.
  • Coordinated project timelines and resources, ensuring successful on-time delivery of vehicle tracking systems.

Education

Bachelors of Commerce -

University of Karachi
Karachi, Pakistan
10.2006

Secondary School -

Senior Oxford School
Karachi, Pakistan
04.2000

Skills

  • Customer Service Management
  • Customer Relations & Retention
  • Conflict Resolution & Escalation Management
  • Sales Operations
  • Sales Coaching & Team Training
  • Negotiation & Closing
  • Revenue Growth & Performance Improvement
  • Salesforce CRM
  • Order Fulfilment Coordination
  • Data Analysis & Reporting
  • KPI Monitoring & Performance Tracking
  • Business Process Optimisation
  • Microsoft Excel
  • Administrative Coordination
  • Communication & Collaboration

Certification

Certified International Sales Professional:

  • Awarded the Silver Ambassador Award at Axact for consistently meeting and exceeding sales targets over six months.
  • Link: https://www.linkedin.com/in/anasicm/overlay/Certifications/1340632000/treasury/?profileId=ACoAABCIa6UBYfHJIQeFxXvWFVQZM5eDzVHetak

Basic Customer Care Training:

  • Completed pre-employment customer care training at Mobilink, focused on customer service standards, communication skills, call handling, and telecom support procedures.
  • Link: https://www.linkedin.com/in/anasicm/overlay/Certifications/1341484515/treasury/?profileId=ACoAABCIa6UBYfHJIQeFxXvWFVQZM5eDzVHetak

Letter of Appreciation for Dedication:

  • Received an appreciation letter from TRG - The Resource Group for completing two years of service, recognizing exceptional customer service performance and consistent attendance.
  • Link: https://www.linkedin.com/in/anasicm/overlay/Certifications/1341659209/treasury/?profileId=ACoAABCIa6UBYfHJIQeFxXvWFVQZM5eDzVHetak

Portfolio

Featured Picture
Certified International Sales Professional
Featured Picture
Basic Customer Care Training
Featured Picture
Letter of Appreciation for Dedication

LANGUAGE SKILLS

Mother tongue(s): Urdu
Native or Bilingual
English
Full Professional
German
Elementary
Arabic
Elementary

Timeline

Head of Sales, Customer Support & Operations

Smart Intellect Pvt Ltd
05.2017 - Current

Senior Sales Rep for Auto Mobiles

ICM JAPAN
01.2016 - 05.2017

Senior Sales Rep

Axact Pakistan
06.2014 - 12.2015

Customer Service Representative

Mobilink Pakistan
10.2012 - 06.2014

Customer service representative

TRG – The Resource Group – Karachi, Pakistan
12.2008 - 10.2012

Team Lead – Customer Services

Vehicle Tracking Pvt Ltd
08.2006 - 12.2008

Bachelors of Commerce -

University of Karachi

Secondary School -

Senior Oxford School

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Anas Ahmad Shah